NorthStar Alarm Services, LLC

Complaint: [redacted] I am rejecting this response because:April 18th monthly payment must be the last/final payment because we paid in advance as we signed the contract on May 5th 2012!!!! As our contract should be terminated beforehand if the billing staff responds to my call accordingly!!I stayed to your company for years with complete payment with no problems with your service but once you learned that your customer will terminate the contract its hard for your staff to responds to our numerous call begging them to call us and instruct us what are the process of terminating our contract and imposing days waiting period..Please advice your billing management accordingly that they should not debit anymore payment from my account and I will advice my bank institution to cancel the monthly debit Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] we will pay this bill as full and final payment however I will tell anyone that listens about our terrible experience

Ms [redacted] , We are sorry you have had an interruption in your NorthStar monitoring serviceI do not see any notes in your account indicating that you have contacted our Customer Care or Technical Support departments to resolve the issues you have been experiencingOur Customer Care department will be contacting you to resolve whatever issues you have been experiencingBest regards, NorthStar Alarm Services, LLC

Ms. [redacted] ,NorthStar will reimburse you the $116.99. Thank you for being a NorthStar customer.Sincerely,NorthStar

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and believe that we should receive a refund for the payment that was withdrawn on September 28, in the amount of $ This was past the 30-days after our email on August 12, to cancel the service Sincerely, [redacted]

Mr [redacted] ,We are sorry to hear that you are wanting to cancel your service with NorthStar due to moving to a new homeDepending on where you are moving to we do have the ability to move customer systems to new location and potentially provide you with all new equipment as part of that moveIf you are moving out side of our serviceable area, and send in documentation of your new home then the account would be cancelled immediatelyWe are currently showing that you do have months remaining on your agreement with NorthStar, however due to you moving and leaving the equipment at the old home we would be happy to cancel your account days after receiving a written notice of cancellation from youThe day notice is what is required based on the agreement that you signed which we have attachedYou can email the written notice to us at [email protected] and once that is processed in days the account will be closed so long as there is no outstanding balanced due on the accountWarm Regards, NorthStar Alarm LLC,

[redacted] , I was able to continue reviewing your account I am showing that you are correct we did send you a check for $ [redacted] and that you did deposit the check into your bank That was the amount your informed us previously that it would cost to cancel your previous company and we were willing to help you do that However, it now sounds like you did not follow through and complete the cancellation and because of that you owe monitronics more money I am showing that you called and spoke with one of our customer care agents when you received the check and she explained to you what it was for and you told her that you would do thatI am more than happy to process the requested cancellation of your account if you are willing to pay back the $ [redacted] that we sent you to help cancel the previous company I think that is more than fair because the funds were not used for the purpose that you were told I have attached your conversation with our agents so that you can review it where she explained to you what the check was forIf you agree to those terms please let me know and I will make the proper arrangements for you to do soBest regards, Aaron

Mr [redacted] ,Northstar would be glad to help you outI have attached a copy of your agreement, for your reviewWe understand that you have moved to the Tuscon Az area? We have technicians available who would be glad to install your system in your new residence.You are a valuable customer to NorthStar and we would be glad to get this installed into your new homeNorthStar will gladly wave the installation fee, which is normally $99.Sincerely,NorthStar

NorthStar regrets to hear the customer has had this experienceHowever, their account is owned by a third party, not NorthStarThe customer should contact [redacted] in order to resolve their billing dispute.Warm regards,NorthStar Alarm Services, LLC

Dear Ms. ***,NorthStar would first like to thank you for your business. We have reviewed your complaint and have found the following details. Our records indicated that you sent in your Notice of Cancellation and your account is set to cancel on January 15, 2017. We had a scheduled automatic... payment of $44.99 that started declining in February. See attached screen shot of payments declined labeled "U83". We have also attached a screen shot of our notes in the attempt to notify you that your payment was past due. At a certain point we have to send our delinquent accounts to a 3rd party collection agency. This agency tacks on an additional fee as part of their standard practice. That being said. according to our records you owe us 12 months at $44.99 = $539 and 3rd party adds 30% which brings the bill to $701. We will gladly settle the account for $539, and will be willing to create a payment plan.Thank you for attention in the matter.Sincerely,NorthStar Alarm

Mr [redacted] , We are sorry to hear about the confusion regarding the billing charges on your accountWe are showing that you recently had a onsite technician in the home to resolve a problem with your skybell and that is where the charge came fromAny time an onsite technician visits a home there is a standard minimum fee of $35, however we have gone ahead and reversed the charge back to your account and you should see that in 7-business daysWarm Regards, NorthStar Alarm LLC,

Mrs [redacted] , We are sorry to hear about the confusion regarding the move of your system to your new homeWe are showing that you spoke with a supervisor in our customer care department who was able to work out getting a new system installed in your home and what equipment you would like.If you have any further questions regarding the installation please feel free to contact our customer care team and they will be able to further assist youWarm Regards, NorthStar Alarm LLC,

Mr. [redacted] , We are sorry to hear about the confusion regarding your account and the moving of your system. After review of the account and in order to resolve the past due balance on the account NorthStar will agree to cancel the account once a one-time payment of $500 is made. Once the payment... has been processed, the account will be removed from collections and will be considered terminated with NorthStar. You would be under no further obligation to NorthStar and the account balance would be $0. Warm Regards, NorthStar Alarm Services LLC,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Melissa J***

Mrs [redacted] , I am sorry to hear about the problems that you have experienced in regards to your service with NorthStar I understand that you have moved and have some questions and concerns about cancelling the original agreement that you signedI am showing that you have been a customer with NorthStar since July 11th of and that you called in April 15th of inquiring about cancelling your service with NorthStar because you were going to be moving During that conversation the NorthStar representative explained the different options available to you in order to cancel the agreement and also advised you to send in a written notice of cancellation, you stated that you would look into those options The next time you called in was September 28th stating that you had sold the home and would see if the new home owner wanted to take over the systemYour son then called in later that same day stating that you had moved to assisted living and would send in the written notice and proof of livingWe did receive the documentation stating that on the 1st of October I will be processing the cancellation of your agreement with NorthStar effective the day that we received that notice and you account balance will be $and you will be under no further obligation to NorthStarIf you have any further questions or concerns please feel free to let me know and I would be happy to answer themBest regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Ms [redacted] , I am a bit confused that you filed a Revdex.com complaintThere is a note on your account, dated August 21, 2017, that you were told your account would be cancelled, effective immediately, with no further action required by you, as soon as a written notice of cancellation was received from youPlease send the notice of cancellation as instructed, and NorthStar will cancel your accountRegards, NorthStar Alarm Services, LLC

Dear Ms [redacted] , I see Mr [redacted] worked with Adam, a supervisor in our customer care department, and was able to agree on the followingWe will send Mr [redacted] a prepaid shipping label and he will return the new panel and translator that was left at the homeOnce we receive the equipment back we will cancel the agreement and no further payments will be duePlease let me know if you have any questionsSincerely, Melanie J [redacted] NorthStar Alarm

Complaint: [redacted] I am rejecting this response because: it has been nothing but problems since switching to northstar! Yes my billing issue was fixed but after much arguing on my part with people! And my sensor issue is still not fixed!! Ive yet to receive a call to have them come out to fix it!!! I do thank you for waiving the service fee this time although I should not have had to agrue like I did to get that! And if I don't receive a phone call today about getting the service people out here I will be making another call!!! Sincerely, [redacted]

Ms [redacted] , We appreciate you sending in the documentation regarding your mothers accountWe have processed the cancellation per your request effective todayThere is no balance on the account and your mother is under no further obligation to NorthStarThe equipment is hers to keep or remove whatever she would preferWarm Regards, NorthStar Alarm LLC,

Dear Ms [redacted] , I have reviewed your complaint and the notes on your mother's accounts with NorthStarI have found no evidence of deception on NorthStar's partNorthStar explained to your mother the terms of her agreement, and followed through on our promises to your mother in making the switch to NorthStarIt appears your mother's issues began when Alder switched over her accounts in an unethical mannerIt was wrong for Alder to take over her accounts, knowing your mother was under contract with NorthStar, and without offering to buy out the remainder of her contract with NorthStarThe Alder representative knowingly put your mother in a situation where she is paying bills to two different security monitoring companiesWe have had a number of similar situations with Alder representatives this year, and it appears your mother has become another of Alder's victimsNorthStar has done nothing wrong in this situationI highly recommend you contact Alder, and file complaints against Alder's sales representative for taking over your mother's accounts in an unethical wayWe would be happy to reinstall your mother's system at no cost once you have resolved the matter with AlderWarm regards, NorthStar Alarm Services, LLC